Our Scrutiny Pool is made up of customers from across our communities, who meet quarterly with staff and an independent consultant to look at different areas of the organisation to see how services can be improved from a customer’s perspective.

The Scrutiny Pool received updates on recommendations that have been made at previous reviews:

Website - all nine recommendations made by the Scrutiny Pool have now been implemented, including the launch of the new online tenancy account. By activating their account, as well as viewing their rent transactions, tenants can now choose and book a repairs appointment online without the need to telephone Progress Connect. This review was signed off as complete by the Scrutiny Pool.

Progress Lifeline - three recommendations completed and seven are on-going The recommendations of the review included ‘consider developing new promotional materials with less text and more visuals and step by step guides’.

Supported living annual review form - six recommendations are ongoing. This review looked at the annual review form completed at each supported living property. Recommendations included ‘review if tenant engagement should be part of the annual review or carried out separately’.

Fire safety review - six recommendations, including ‘consider presenting information online for general needs customers in the same way as it is presented for independent living and supported living customers’. An action plan to implement the recommendations is being prepared by the Health and Safety Team.

If you would like to find out more about our Scrutiny Pool and the work they carry out, or you would like to be involved, 

please get in touch by emailing community@progressgroup.org.uk, web chat at www.progressgroup.org.uk, via Facebook/ProgressStreetTalk or telephone us on 03333 204555.